Complaints

This profile includes complaints for Waldo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waldo

  1495 Dennison Cir Carlisle, PA 17015-7678

• 

  Waldo

  455 W 37th St Apt 604 New York, NY 10018-4091

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the B-12 Infused contacts on 10/09/2022 and I still have not received my package. I’ve tried to contact all methods of support, but I have had no answer from anyone. I paid $50 for my lenses and I’ve been waiting for 3 weeks for them to get here. This has never happened before and it’s unacceptable that I can’t get a hold of anyone from the company. I feel like I just got my money taken with no way to get it back or get my products that I ordered. Please just send me my contact lenses. Like at least address your customers if there is a delay or if you’re sold out. I just don’t get it. I also haven’t received any email confirmation, even though my money was taken out.

• Initial Complaint

  Date:10/24/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was fine for 2 years. Starting the beginning of September (12th), we were charged for our quarterly auto-subscription, both for my husband's contact and for my daughter's. We never received any contacts. After several calls by us and several lies by them....(they kept saying they were shipping in "one business day" or "2 business days"), one of their agents finally admitted that they ran out of contacts. During one of my calls (September 22nd), they said they would send a free trial of 5 day supply because they still had those in stock to get my daughter thru to her actual order arrived. They charged me $40 and it was supposed to be complimentary! We cancelled both subscriptions (October 10th) after receiving the run around for more than a month. I am still waiting on refunds to be issued to my card, even though I was told 5 business days. They won't answer the phone, I have sent a text to their customer service and an email. The next step will be my credit card company. Avoid this company!

• Initial Complaint

  Date:10/24/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged on September 27 for my contact subscription. It is confirmed in my account information on the website and in my bank account. It’s October 24 and I’m still without my contacts. I have texted customer support at least 8 times and called just as many, as well as sending emails and am unable to get through. I get no replies and their phone number just hangs up after 5 minutes. I’m extremely frustrated because I’ve never had issues before and just want my lenses!

• Initial Complaint

  Date:10/21/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order renewed for another 3 months worth of contacts ($130) from Waldo, which I was expecting. I wasn't expecting to be charged without any confirmation of my order, my payment came out of my account on October 15th, 2022, I've now waited almost a week to give them a chance to send a confirmation. Now that they haven't, I've been attempting to reach them to find out any information pertaining to my order. I have texted, emailed, and called all with no success. It feels like everyone up and left while still charging for orders they aren't able to fulfill. I would like information on where my contacts are or to know that I will be refunded if the company cannot meet my needs. I haven't received any order or tracking number which I'm sure makes it impossible to track down within the company. I will attach a screenshot of my order history showing the charge for the lenses.

• Initial Complaint

  Date:10/19/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on September and have inquired multiple times and keep getting the run around. I was told after inquiring several times they were out of stock. Then I was promised trial lenses in lieu of waiting for restock and I haven't seen those either. You'd think they could at least do thr courtesy of letting their customers know instead of in the dark. I have messaged them on social media, texted, emailed, and called. Frankly not sure what to do now but file a dispute. I'm pretty exasperated.

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged in October 7 by Waldo contacts to get my now monthly subscription from them. I haven’t received any tracking, have tried to contact customer support though phone number and text and nothing yet by the company.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/13/22, I placed an order with Waldo for contact lenses. The $42.00 payment posted to my bank account that day. A week later (9/20/22) I had not received a shipping notification, so I contacted the company. I was told that there was a high demand for their product in my prescription, and I was told that a replacement shipment of a comparable product would be express shipped, and I would receive my order in 2-4 days. Another week went by, and I still did not have a shipping notification or my contact lenses. I contacted the company again. On 9/27/22, I contacted the company by telephone. I spent nearly an hour on hold waiting to speak to someone. At that time, I was told there was an issue with Waldo's connectivity with their shipper's system, and that they would investigate. The representative told me that they would respond to my inquiry within 24 "business hours." On 9/30/22, I received an email that said "Hi there, Thanks for contacting WALDO's customer support. I do see that you had called in and were assisted by my colleague. I appreciate your patience. If there's anything else I can assist you with, please do let me know. Shivani Customer Care, Waldo" So the rep on the phone told me I would receive a response by email, and then the email rep told me that I'd already been helped over the phone. I responded to this email and requested additional assistance, but I received no reply. In fact, I have not received a reply to ANY of my inquiries since then, via email or ******** messenger. Frankly, I do not have the time to spend another hour waiting to speak with someone on the phone, when all they will do is lie to me. On 10/3/22, I emailed Waldo again and requested a confirmation of shipment or a refund by end of business 10/7/22. They have not responded. I want a FULL REFUND immediately, but since I can't get anyone from the company to respond to me, I don't know how to accomplish that.

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/31/22 I was charged $120 for 3 months worth of contacts. I received no notification of the order. On 9/26/22, I attempted to contact Waldo to inform them that I realized I was charged but never received my order. I attempted again on 9/29. I attempted again on 9/30, 10/1, and 10/3. I have not heard back, I have no confirmation that I will receive the order that I paid for, and I have lost trust in this business.

• Initial Complaint

  Date:09/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted about my order multiple times. They did not send me my order for August. I have a subscription and was charged. They said they would send me 10 days of contacts on them the meantime. That was last week. I have yet to receive anything. I have been in contact with them since September 13th They stopped contacting me all together. I have tried to call and their call center is very loud and I cannot hear what they are saying. I have emailed multiple times now with no response.

  My contacts are ordered through a subscription with WALDO. I was charged in August and never received my order. I contacted them around the middle of the month asking for tracking information. They generally send me tracking right away. This time I had no tracking whatsoever. I have since emailed multiple times. I got a response until September 13th they stopped responding to me. Their response was that I would get 10 days of contacts on them until they were able to track my order. I was told my contacts would show up in 2-3 buisness days. They have not came. I am now emailing them daily and I am not getting any response. I have tried to call and they outsource their customer service. I could not hear the people on the phone due to loud background noise on their end

• Initial Complaint

  Date:09/26/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been a longtime customer of Waldo with no issues up until August 2022. I was charged my usual $42 for my subscription. I received an email claiming that they were temporarily out of my Rx and my order would be dispatched on 8/19. I also placed an order for the new lenses they advertise, $50. When they did not arrive by 8/30, I sent a text (the website claims this is the fastest way to contact them) but as of today, no response. I sent an email explaining the problem, received a response claiming my order had been delayed but had been shipped. Should arrive in 2-4 days. That window passed, I called them. Nice agent gives me a refund of $50 for 1 of the missing shipments. Says they’ll provide an email soon w tracking info. I still have not received this email as of 9/26 nor either one of my packages. I’ve paused my service until problem is resolved.